DAFTAR ISI HALAMAN JUDUL .............................................................................................. i MOTTO DAN PERSEMBAHAN ........................................................................ ii ABSTRAKSI .........................................................................................................iii KATA PENGANTAR .......................................................................................... iv DAFTAR ISI .........................................................................................................vii DAFTAR TABEL ................................................................................................ xi DAFTAR GAMBAR ...........................................................................................xiv BAB I. PENDAHULUAN .................................................................................... 1 1.1. Latar Belakang ................................................................................... 1 1.2. Perumusan Masalah ............................................................................ 8 1.3. Tujuan Penelitian ................................................................................ 8 1.4. Manfaat Penelitian .............................................................................. 9 1.4.1. Praktis ....................................................................................... 9 1.4.2. Teoritis ..................................................................................... 9 1.5. Tinjauan Pustaka ............................................................................... 9 1.5.1. Tinjauan Empirik ..................................................................... 9 1.5.2. Tinjauan Teoritik ................................................................... 15 1.5.2.1. Kualitas Pelayanan ................................................... 15 1.5.2.2. Kepuasan Pelanggan ................................................ 17 1.5.2.3. Word of Mouth ......................................................... 19 1.6. Konsep yang menghubungkan antar variabel ................................... 22 1.6.1. Kualitas Pelayanan terhadap Kepuasan Pelanggan ................ 22 1.6.2. Kepuasan Pelanggan terhadap Word Of Mouth ...................... 23 1.6.3. Kualitas pelayanan terhadap Word Of Mouth ........................ 24
1.7.Kerangka Pemikiran .......................................................................... 26 1.8. Defini Konsep dan Definisi Operasional ........................................... 27 1.8.1. Definisi Konsep ..................................................................... 27 1.8.1.1. Kualitas Pelayanan .................................................... 27 1.8.1.2. Kepuasan Pelanggan .................................................. 27 1.8.1.3. Word of Mouth ........................................................... 28 1.8.2. Definisi Operasional .............................................................. 28 1.8.1.4. Kualitas Pelayanan .................................................... 28 1.8.1.5. Kepuasan Pelanggan .................................................. 30 1.8.1.6. Word of Mouth ........................................................... 31 1.9. Hipotesis ......................................................................................... 32 1.10. Metode Penelitian ........................................................................... 33 1.10.1. Tipe Penelitian .................................................................... 33 1.10.2. Penentuan Populasi dan Sampel ......................................... 34 1.10.2.1. Populasi .............................................................. 34 1.10.2.2. Sampel ................................................................ 34 1.10.3. Sumber Data ....................................................................... 36 1.10.4. Metode Pengumpulan Data ................................................ 37 1.10.5 Skala Pengukuran ................................................................ 37 1.10.6. Uji Realibilitas dan Validitas .............................................. 38 1.10.6.1. Uji Realibilitas ................................................... 38 1.10.6.1. Uji Validitas ....................................................... 38 1.11. Teknik Analisis Data ...................................................................... 39
1.12. Uji Asumsi Klasik .......................................................................... 40 1.12.1. Uji Normalitas .................................................................... 40 1.12.2. Uji Multikolinearitas ........................................................... 40
1.12.3. Uji Heteroskedastisitas ....................................................... 41 1.12.4. Uji Linearitas ...................................................................... 42 1.13. Uji Hipotesis .................................................................................... 43 1.13.1. Uji t ..................................................................................... 43 BAB II. GAMBARAN UMUM .......................................................................... 45 2.1. Sejarah Perusahaan ......................................................................... 45 2.2. Visi dan Misi Perusahaan ................................................................ 46 2.3. Struktur Organisasi Perusahaan ...................................................... 47 2.4. Deskripsi Tugas .............................................................................. 47 BAB III. ANALISIS DATA DAN PEMBAHASAN ........................................ 48 3.1. Karakteristik Responden ................................................................ 48 3.2. Hasil Uji Kualitas Instrumen Penelitian ......................................... 50 3.2.1. Uji Validitas dan Reliabilitas Kualitas Pelayanan ................ 50 3.2.2. Uji Validitas dan Reliabilitas Word of Mouth ...................... 52 3.2.3. Uji Validitas dan Reliabilitas Kepuasan Pelanggan ............. 53 3.3. Analisis Statistik Deskriptif ............................................................ 54 3.3.1. Variabel Kualitas Pelayanan ................................................ 55 3.3.2. Variabel Kepuasan Pelanggan ............................................. 77 3.3.3. Variabel Word of Mouth ...................................................... 81
3.3.4. Rekapitulasi Hasil Penilaian Responden .............................. 85 3.4. Uji Asumsi Klasik .......................................................................... 88 3.4.1. Uji Normalitas ..................................................................... 88 3.4.2. Uji Multikolonieritas .......................................................... 89 3.4.3. Uji Heterokedastisitas ......................................................... 89 3.5. Pengujian Hasil Analisis Regresi Linier Sederhana ....................... 90 3.5.1. Kualitas Pelayanan terhadap Kepuasan Pelanggan ............ 90 3.5.2. Kepuasan Pelanggan terhadap Word of Mouth ................... 92 3.5.3. Kualitas Pelayanan terhadap Word of Mouth ..................... 93 3.6. Koefisien Determinasi ..................................................................... 94 3.7. Pengujian Hipotesis ........................................................................ 96 3.7.1. Uji t ..................................................................................... 96 3.7.2. Gambar Model Hipotesis Akhir ......................................... 96 3.8. Pengujian untuk melihat pengaruh dominan .................................. 98 3.9. Pembahasan .................................................................................... 98 BAB IV. PENUTUP ...........................................................................................106 4.1. Kesimpulan ....................................................................................106 4.2. Saran ..............................................................................................107
DAFTAR PUSTAKA LAMPIRAN
DAFTAR TABEL Tabel 1.1 Data Waktu Penggunaan Lapangan di PLANET Futsal ................... 6 Tabel 1.2 Penelitian Terdahulu ........................................................................ 13 Tabel 1.2 Skala Pengukuran ............................................................................ 37 Tabel 3.1 Karakteristik Responden Berdasarkan Jenis Pekerjaan ................... 48 Tabel 3.2 Karakteristik Responden Berdasarkan Usia .................................... 49 Tabel 3.3 Karakteristik Responden Berdasarkan Pendidikan Terakhir ........... 49 Tabel 3.4 Karakteristik Responden Berdasarkan Pengeluaran/Bulan .............. 50 Tabel 3.5 Hasil Uji Validitas dan Reliabilitas Kualitas Pelayanan ................. 51 Tabel 3.6 Hasil Uji Validitas dan Reliabilitas Word of Mouth......................... 52 Tabel 3.7 Hasil Uji Validitas dan Reliabilitas Kepuasan Pelanggan ............... 53 Tabel 3.8 Hasil Pertanyaan Nomor 1 Variabel Kualitas Pelayanan ................. 56 Tabel 3.9 Hasil Pertanyaan Nomor 2 Variabel Kualitas Pelayanan ................ 57 Tabel 3.10 Hasil Pertanyaan Nomor 3 Variabel Kualitas Pelayanan .............. 58 Tabel 3.11 Hasil Pertanyaan Nomor 4 Variabel Kualitas Pelayanan .............. 59 Tabel 3.12 Hasil Pertanyaan Nomor 5 Variabel Kualitas Pelayanan .............. 60 Tabel 3.13 Hasil Pertanyaan Nomor 6 Variabel Kualitas Pelayanan .............. 61 Tabel 3.14 Hasil Pertanyaan Nomor 7 Variabel Kualitas Pelayanan .............. 62 Tabel 3.15 Hasil Pertanyaan Nomor 8 Variabel Kualitas Pelayanan .............. 63 Tabel 3.16 Hasil Pertanyaan Nomor 9 Variabel Kualitas Pelayanan .............. 64 Tabel 3.17 Hasil Pertanyaan Nomor 10 Variabel Kualitas Pelayanan ............ 65 Tabel 3.18 Hasil Pertanyaan Nomor 11 Variabel Kualitas Pelayanan ............ 66 Tabel 3.19 Hasil Pertanyaan Nomor 12 Variabel Kualitas Pelayanan ............ 67
Tabel 3.20 Hasil Pertanyaan Nomor 13 Variabel Kualitas Pelayanan ............ 68 Tabel 3.21 Hasil Pertanyaan Nomor 14 Variabel Kualitas Pelayanan ............ 69 Tabel 3.22 Hasil Pertanyaan Nomor 15 Variabel Kualitas Pelayanan ............ 70 Tabel 3.23 Hasil Pertanyaan Nomor 16 Variabel Kualitas Pelayanan ............ 71 Tabel 3.24 Hasil Pertanyaan Nomor 17 Variabel Kualitas Pelayanan ............ 72 Tabel 3.25 Hasil Pertanyaan Nomor 18 Variabel Kualitas Pelayanan ............ 73 Tabel 3.26 Hasil Pertanyaan Nomor 19 Variabel Kualitas Pelayanan ............ 74 Tabel 3.27 Hasil Pertanyaan Nomor 20 Variabel Kualitas Pelayanan ............ 75 Tabel 3.28 Hasil Nilai Rata-Rata Item Kualiatas Pelayanan ........................... 76 Tabel 3.29 Hasil Pertanyaan Nomor 1 Variabel Kepuasan Pelanggan ........... 77 Tabel 3.30 Hasil Pertanyaan Nomor 2 Variabel Kepuasan Pelanggan ........... 78 Tabel 3.31 Hasil Pertanyaan Nomor 3 Variabel Kepuasan Pelanggan ........... 79 Tabel 3.32 Hasil Nilai Rata-Rata Item Kepuasan Pelanggan .......................... 80 Tabel 3.33 Hasil Pertanyaan Nomor 1 Variabel Word of Mouth .................... 81 Tabel 3.34 Hasil Pertanyaan Nomor 2 Variabel Word of Mouth .................... 82 Tabel 3.35 Hasil Pertanyaan Nomor 3 Variabel Word of Mouth .................... 83 Tabel 3.36 Hasil Nilai Rata-Rata Item Word of Mouth ................................... 84 Tabel 3.37 Hasil Rekapitulasi Hasil Penilaian Responden .............................. 85 Tabel 3.38 Hasil Uji Normalitas ...................................................................... 88 Tabel 3.39 Hasil Uji Multikolonieritas ............................................................. 89 Tabel 3.40 Ringkasan Hasil Analisis Regresi Sederhana ................................ 91 Tabel 3.41 Ringkasan Hasil Analisis Regresi Sederhana ................................ 92 Tabel 3.42 Ringkasan Hasil Analisis Regresi Sederhana ................................ 93
Tabel 3.43 Ringkasan Hasil Koefisien Determinasi ........................................ 94 Tabel 3.44 Ringkasan Hasil Koefisien Determinasi ........................................ 95 Tabel 3.45 Ringkasan Hasil Koefisien Determinasi ........................................ 95 Tabel 3.46 Hasil Variabel Dominan ................................................................ 98
DAFTAR GAMBAR Gambar 1.1. Kerangka Pemikiran .................................................................... 26 Gambar 1.2 Hipotesis ....................................................................................... 32 Gambar 2.1 Struktur Organisasi Perusahaan .................................................... 47 Gambar 3.1 Hasil Heterokedastisitas ............................................................... 90 Gambar 3.2 Hipotesis Akhir ............................................................................. 96
